COVID-19 (Coronavirus) – A Message to Our Customers

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Updated: 18:00 23 October 2020

With Wales now in a firebreak lockdown (23 October – 9th November), we know that this is a difficult and challenging time for customers. We also know that the water and wastewater services we provide play a key role in protecting public health and safeguarding the communities we serve.

As we have done throughout the pandemic, we are doing all we can to protect our colleagues while also maintaining our services to customers. You will continue to see us working in streets and communities during this time but we are only doing essential work that will help protect public health by maintaining our key water and wastewater services to customers.  We will not be doing any work which would require us to enter properties unless it is an emergency.

Our Billing Call Centre remains open from 8am - 6pm (Monday to Friday) and is available to support our most vulnerable customers who have been impacted by the coronavirus.

If you’re impacted by the coronavirus and concerned about your water bill, please click here for more information.

Remember, you can update your account, tell us you are moving and set up a direct debit by visiting our online services.

We will keep you informed of any other changes through updates on this site and via our social media channels - Facebook & Twitter.

We will to do everything we can to continue providing our essential services and we thank you for your support.

Covid 19 - Concerns over paying your bill


We are here to help if you are impacted by Covid 19 (Coronavirus)

We know this can be a worrying time for everyone in quite unprecedented circumstances. Please be assured that we are committed to supporting you as much as we can through these times of uncertainty.

If you’re impacted by Covid 19 (Coronavirus) and in financial difficulty, and have concerns about paying your water bill please get in contact with us and we can discuss a range of options with you, including:

  • Water efficiency advice that could help reduce your future bills if you have a water meter (this could also help reduce your energy bill)
  • Accepting lower payments for a short period whilst your income is reduced
  • A short breathing space or payment holiday
  • A range of Affordability Assistance Tariffs designed to keep bills affordable for low income or vulnerable customers.

Do get in touch with us if you are experiencing financial difficulties due to the COVID-19 (Coronavirus) issue and can’t pay your water bill.

Please don’t just cancel your current payment plan without talking to us, as we won’t know about your problems and how we can help.

We understand that some NHS front-line workers are washing their own uniforms at home during the current Covid-19 outbreak and maybe concerned about the cost for the additional water used – click here for more information.